Monarch Water is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
The water softener has been installed for 10 months. During that time there have been a couple of separate issues regarding it's operation reducing the softening quality. On both occasions Monarch have been very supportive and on both occasion have rectified the issue effectively with minimal fuss. Overall the unit is excellent and so is the service that I have received from Monarch.
Dom fixed the issue with my softener and gave a full explanation of what had caused the problem. Very happy with the service from Monarch, I highly recommend using this company.
Dom arrived on time was very polite and got on with the service I had book very knowledgeable working very cleanly did his tests all ok after his work thank you Dom
Dom turned up on time and diagnosed/replaced the faulty valve quickly. System back up and running in less than 15 minutes.
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www.monarchwater.co.uk412 total • Write a review
I had Richard an Engineer from Monarch over to fix an issue with one of their water softeners. I received a text the evening before giving approximate time of his arrival. Arrived early, extremely professional and resolved the issue effortlessly.
Date of experience: January 28, 2025
The visiting engineer (Richard) was friendly, professional and worked quickly and solved the problem with our water softener. Whilst when the booking was made I was told to keep the day open, I did receive a text the night before which confirmed the 2-hour slot to expect the engineer.
Date of experience: January 28, 2025
US
Great service. Called to book a visit to a unit in a house I had just bought. Paid up front and Richard (engineer) arrived on the day booked at the time arranged. Very helpful and checked everything, did the service and showed me what to do going forward. Very happy.
Date of experience: January 28, 2025
Had the water softener serviced by Richard Lawrence recently. Renewed some parts and gave some advice. Overall very happy with the service from Monarch.
Date of experience: January 28, 2025
US
Arranged a service call out as my water softener had stopped working correctly. (Low water pressure). Spoke to customer service department who explained all the options available, service call to diagnose fault, cost of replacement filter (bead) or new complete unit. There was no pressure selling. I opted for a service call. Richard attended and diagnosed the bead filter had failed. He fully explained and showed me the fault. He once again explained the options available and again no pressure selling, just explained the pro and cons for each option. He ensured the area was left clean and tidy after fitting the new unit. He made sure I was happy how to use the new unit before leaving. Even emptied the old unit of water and salt, to make it easier for me to take it to the tip. Excellent old fashion customer service. Thank you.
Date of experience: January 28, 2025
We had the Monarch GS 600 installed a number of years ago which started to malfunction, which after the length of time we have had it was hardly surprising! Richard was designated to come out to inspect and, after a sensible discussion with him, it was agreed that it would be better to replace with a more modern and and efficient model better suited to our household water softening needs. This required second call out to undertake the swap over which was undertaken primarily by Richard but with assistance from Dom. Both of them were highly personable and did a very professional job. My only slight frustration, which has nothing to do with Richard or Dom, are the lead times to get an engineer out to see you. I think we struck lucky in that we didn’t have to wait quite as long as others, but it’s worth bearing in mind.
Date of experience: January 25, 2025
I had a brand new Monarch water softener fitted as part of a new heating system installation. About a month later, I moved in and went to set up the system for the first time and only got a blank display screen. I had to register the warranty and then wait a week for it to show on their system so that they could then look at the issue. Then they decided it needed an engineer to visit and test but the earliest appointment was over a month later (this is a brand new appliance as part of a house refurb with new kitchen and bathroom and shower in a hard water area). I spoke with a senior person who said the delay was unacceptable and would prioritise it but has yet to come back to me to let me know of any change. Somewhat worrying about the product quality if their engineers are so busy with call outs that they are booked up solid for over a month ahead. Company should prioritise getting warranties onto their system or still enable an enquiry to be made if the appliance is brand new, and then send and engineer promptly if needed.
Date of experience: January 23, 2025
Richard was efficient and explained the service process clearly during his visit.
Date of experience: January 22, 2025
